Experience Lead: Retail Customer Service & Key Holder

PetSmart; Alexandria (VA); On-site; USD 20,664 - 30,307; Full time

Benefits offered by this job

Health benefits

401k plan

Paid time off

Associate discounts

Tuition assistance

Career development

Weekly pay

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding our vision, values, and strategy. This role drives customer experience strategies through loyalty programs, promotions, and interactions across the store, achieving targeted results.

It also shares responsibility for safety of people and pets, store cleanliness, merchandising, and engaging associates.

Qualifications

• 2+ years of retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability; evenings, weekends and holidays as needed.
• Proficiency in computer applications and POS systems.
• Strong written and verbal communication; able to stay composed under pressure.

Responsibilities

• Lead and support associates, including training and coaching.
• Oversee daily tasks and performance as Leader on Duty.
• Promote events and manage customer service interactions.
• Ensure store cleanliness, safety, and adherence to policies.
• Handle live sales and adoption coordination.

Skills

Leadership

Communication

Customer service

Organization

Computer skills

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding our vision, values, and strategy. This role drives customer experience strategies through loyalty programs, promotions, and interactions across the store, achieving targeted results.

It also shares responsibility for safety of people and pets, store cleanliness, merchandising, and engaging associates.